Magento

Magento is a popular content management system that allows creating powerful e-commerce solutions. As a matter of fact, every e-commerce website should have a reliable support system that helps to quickly solve any issue, build strong customer relationships and improve overall user experience. Integrating DiamanteDesk with a website built with Magento may be the easiest solution for that.

DiamanteDesk Magento module allows both administrator and any customer to create, edit and view tickets directly from a Magento powered e-commerce website.

Installing DiamenteDesk Extension

After installing DiamanteDesk integration module, it shall be configured at the Magento admin panel.

Click Check Connection to make sure that the connection with a server has been successfully made.

If the Api Credentials are correct, a new Branch Configuration field will be added to the DiamanteDesk configuration. Select a default branch from the Branch drop-down list. To learn more about branches in DiamanteDesk, see the Branches section in User Guide.

Point out whether the customer support footer link to shall be displayed. Select Yes or No option in the Display footer link field.

If the footer link is to be displayed, spcify the corresponding link to the customer support page in the field below.

Click Save Config on the right top corner of the screen.

DiamateDesk in Action

After DiamanteDesk is installed, every customer registered in your Magento powered store can create a ticket and inform your support team on any issues directly from his account in My Tickets menu.

Create a New Ticket in Magento Store

To create a new ticket in Magento store, follow these steps:

Log into or register in the Magento powered store.

Navigate to My Tickets menu on the left side of the screen.

Click Create Ticket at the right side of the screen. Create Ticket screen opens.

Provide general idea of an issue/request in the Subject field.

Select a branch related to the subject of your issue/request.

Order ID is an optional field and it is invisible if the user hasn’t made any orders yet. Order ID may be selected from the drop-down list in case a user attempts to create a ticket related to a specific order.

Provide the ticket subject and precise description of the ticket in the corresponding fields. Providing as many details as possible guarantees that the support team will handle your ticket properly.

In case of some issues related to user interface, providing screenshots might be helpful as well. In order to add a screenshot or other files that may help to resolve issues or add some improvements, click Choose File below the Description field. Select the corresponding file(s) from your local machine and click Open. Once the file is attached, its name is shown near the Choose File button.

Click Send Ticket to submit the newly created ticket to the support team. To cancel the process of ticket creation click Back.

A customer can see all his tickets in My Tickets menu and check their status and priority to follow up on the ticket resolution progress.

Adding Comments to a Ticket

Once the comment is created, a customer and administrators can add comments to it.

To add a comment to the ticket, a registere customer should navigate to My Tickets menu, select the required ticket and click View to open it, type in a comment into the Comment field and click Add Comment.

Administrators respond to customer comments or tickets at the DiamanteDesk admin panel as described in this article.

DiamanteDesk in Magento Admin Panel

All DiamanteDesk Tickets

All the administrators who have access to the Magento admin panel can view all tickets created for this store. To do that, navigate to DiamanteDesk tab in the general Magento navigation panel.

DiamanteDesk Tickets screen opens.

Administrators can create new tickets by clicking Create Ticket above the table listing all the previously created tickets. The procedure of ticket creation is identical to ticket creation procedure in DiamanteDesk admin panel, described in this article.

Table containing all tickets previously created by store customers and administrators consists of the following fields:

Field

Description

Key

Ticket Key consists of the selected branch key and ticket sequence number and has next format {branchKey}-{ticketSequenceNumber}.

Subject

Contains a short summary of a ticket provided by the ticket author.

Email

Displays email of a user who created this ticket.

Prioroty

Displays current priority of a ticket. All the tickets created from the Magento powered store have a Medium priority by default.

Status

Displays current status of a ticket.

Date

Displays the date when the ticket was created.

Order ID

This field is populated with the corresponding order ID number in case a user created a ticket related to some specific order.

View in DiamanteDesk

Additional ticket details, description or comments can be seen only at the DiamanteDesk admin panel. This link redirects a user to the specific ticket in the DiamanteDesk admin panel. Note: additional credentials are required to log in DiamanteDesk admin panel.